According to Gartner, 64% of people find customer experience more important than price. You can improve сustomer experience on your platform by integrating a robust communication API.

In this article I will dwell upon Twilio - API for SMS, voice, video, and authentication. You will learn about its features, examples of apps that use it, and, of course, our experience in Twilio integration.

What is Twilio

Twilio is a cloud communication platform that empowers online businesses with telecommunications features.

Developers can use Twilio API for any project they want to empower with voice, video or messaging.

The initial mission of Twilio was to make smooth communication an internal part of any workflow.

Now, Twilio is a developer platform that powers communication for over 40,000 businesses around the world. Among them there are such giants as Airbnb, Salesforce, TaskRabbit, Zendesk, and Uber.

If you need to manage all the communication with customers within your app (and do this quickly and in a good manner) - Twilio is the right way to go.

Twilio features

Twilio allows you to implement any kind of communication into your app. Let’s review the most essential ones.

With Twilio Auth you can also customize your 2FA SMS by adding your own branding and use our own Twilio phone numbers.

One of the companies that use Twilio authorization is Settrax - tray management solution for healthcare facilities.

Settrax offers an advanced system where device representatives can track, weigh, and make a photo of the inventory. However, they’ve faced a problem when device representatives started to share their accounts instead of paying for registration.

Also they use Onetouch that sends users push notifications and Onecode with help of which users receive a code via text or voice call.

These measures help Seetrax provide a rock-solid security when it comes to medical devices usage.

Twilio use case: Integration for sales management app

Apiko team has integrated Twilio for the video consulting app Mergein.

Mergein connects sales associates, support departments, and service providers with their consumers all around the world.

With the help of this app, businesses can communicate with customers via voice / audio calls or text messaging.

Here is how Twilio simplifies communication between customers:

When the customer calls a certain business department, the call is received by all its members. A representative that answers first will be connected to the customer

Businesses can see and manage missed calls

On mobile and desktop devices with 2 cameras, users can switch between the cameras and turn on / off the sound

With the help of Twilio API users easily can:

Contact their favorite service provider via SMS, voice or video calls

Service providers can send invoices, place orders and organize shipping via the app during the call

Customers can get an inclusive look on products that are not in-store yet via real-time video

Wrapping Up

Twilio is a big player on the market that is definitely worth a look. It’s a flexible and scalable communication solution for almost any type of business. If you want to know if it is suitable for your needs, don’t hesitate to leave a comment below!